HomeComplaintsNordis Casino - Player's withdrawal has been delayed.

Nordis Casino - Player's withdrawal has been delayed.

Black points: 300

Amount: €300

Nordis Casino
Safety Index:Low
Submitted: 25 Apr 2022 | Unresolved : 17 Sep 2022
Unresolved Our verdict

Justified complaint

UNRESOLVED

Case summary

2 years ago

The player from Germany requested a withdrawal, but it has not been processed yet. Casino asked the player to send verification documents but his IP address was in the spam list. We’ve reopened this complaint as per the casino's request. Since the casino stopped responding, the status of the complaint went back to "unresolved".

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2 years ago
Translation

Wagered the amount after depositing and using a bonus. Since then I've tried about 3 times to withdraw via Skrill. The amount was deducted from the balance and I received a kyc request via email that I submitted. After that, the payment was never processed further. I have already written to the chat several times without solving the problem.

Automatic translation:
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2 years ago

Dear Lars,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope, we will be able to help you to resolve this case as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

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2 years ago
Translation

-hi, I applied for the first payment around 17.03. Another one on April 12th and every now and then in between.

-so far I have not been able to make a successful payment

-the kyc verification was also confirmed to me on 12.04 via live chat.

Automatic translation:
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2 years ago

Thank you very much Lars for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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2 years ago

Hello Lars,

I looked at your complaint and will do my best to help you. I would like to invite Nordis Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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2 years ago

today they cleared my balance

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2 years ago

We would like to ask the Nordis Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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2 years ago

Good afternoon. Unfortunately there was a human error and we would like to apologise for the inconvenience.

The player can find his funds in the balance account. Also we would like to inform the player that he need to send us the full kyc( proof of ID, selfie with the document proof of address  and phone number) in order to process his last withdrawall. Thank you for understanding

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2 years ago
Translation

the kyc verification has already been confirmed in the chat

the 300 euros are back in my account, but they are marked as non-payable

Edited
Automatic translation:
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2 years ago

We would like to inform you that we have recieved only a photo of a passport on KYC@nordiscasino.com. Please provide us the others documents too in order to process your withdrawal. Please check again your balance.

Thank you!

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2 years ago

after sending you my kyc files for the 4. or 5. time im now unable to send you the documents via email cause im now in some kind of a spam list (see attached)

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2 years ago

We would like to ask the Nordis Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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2 years ago

Dear Lars,

I'm forced to close this complaint as unresolved because Casino decided to stop communicating. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

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2 years ago

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.


Additional comments from the casino:


"Good afternoon Lars,

Your withdrawal has been approved, please send us another payment method, bank account because the skrill address does not work.

Best regards,

Nordis Team"

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2 years ago

Thank you very much, Nordis Casino team, for getting back to us.


Dear Lars,

Could you please provide the required information and keep me informed about any further developments? Looking forward to hearing from you.

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2 years ago

i juest created a ticket with my banking details

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2 years ago


Good afternoon Larsygen,


Your withdrawal is approved, please validate your account so we can send you the money. We need these documents:

1.Proof of ID ( photo of id,passport or driving license)

2.Selfie with the document you have chosen;

3.Proof of adress (utiliyy bill or bank statement)

4.Proof of transactions..

5.Phone number

6.Picture of the card you deposited


Best reagrds,

Nordis Team!

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2 years ago

Thank you very much, Nordis Casino team, for your assistance.


Dear Lars,

Could you please provide requested documents and keep me informed about any further developments? Looking forward to hearing from you.

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2 years ago

Dear Lars,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 years ago

i just send the dokuments to kyc@nordiscasino.com, like i did a few times before. if theres no success this time with the withdrawl, i kindly ask you to close the case because i dont want to send the documents a fourth or fifth time

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2 years ago

Thank you very much, Lars, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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2 years ago

Hi Lars,

I have looked at your case and understand the situation.

Dear Nordis Casino team,

Could you please update us on the state of the verification?

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2 years ago

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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2 years ago

Hi Lars,

The casino stopped responding, has there been any news?

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2 years ago

No, like expected

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2 years ago

Dear Lars,

I can only imagine how frustrating this must be for you. Since the casino requested a reopen of the complaint, I expected a bit better communication from its side. I'm afraid the status of the complaint will go back to "unresolved". We will reopen it only after we receive a clear statement that you received your funds. In the meantime, I recommend you contact the Curacao Gaming Authority and submit a complaint to them (http://www.gaming-curacao.com/). It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

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